Description

The objective of this research service was to assess customer contact experiences in telephone-live agent and interactive voice response (IVR), e-mail, Web site chat with live agent, and Web site self-services. This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the utility providers industry across contact channels. A Web-based survey methodology was used for this study: N=2087. Companies benchmarked in this study include but are not limited to: Public Service Electric & Gas, Pacific Gas & Electric, Southern California Edison, PECO Energy, Duke Energy, and Georgia Power.